Information Center Function Creating A Help Desk

Information Center Function: Creating A Help Desk Essay, Research Paper

Help Desk 2

INFORMATION CENTER FUNCTION: CREATING A HELP DESK

In today’s world of technology computers have become part of everyday life. In the business environment computer systems has to be in place for the business to even think of competing in the world marketplace. With this in mind colleges and universities have to prepare their students for the dynamic technology that lies ahead of them. There are so many administrators, facility, and students using computers on university campuses today, where can they reach for help if there are technical problems. The manufacturers, and wait several days for a response. They’re fellow classmates that maybe are having the same problems. In this fast paced environment there is a better solution, On campus help desk support. This paper will trace the project plan, staffing, equipment requirements, and estimated cost to establish a workable help desk support environment for Lincoln University.

PROJECT PLAN

· The Lincoln University Help Desk will support, Administrative staff, Facility, University resident and commuter students.

· The population of Lincoln University that will be served are Faculty & Staff (420), Students (3000).

· NOTE: The majority of the Help Desk Staff will be Lincoln University students in the process of achieving their degrees in computer science. The Help Desk will ensure that their academic endeavors have precedence over and roles or responsibilities that they may have in association with the Help Desk. Therefore, the Student Support Staff scheduling, and the resultant response of the Help Desk may or may not be adversely affected by the Student Support Staff’s course and/or study schedules. (The possibility of College Work Study students will be discussed with University Administration.

· Computer equipment, software, and necessity furniture will be evaluated and purchased within budget limits.

· Web based on-line helpdesk application may be purchased for added support.

· Telephone system, phones, headsets, and accessories must be purchased.

Help Desk 3

· Connecting to the University Network will be of up most importance, that is were the full-time Computer Specialist will come into play. The duties of this position will not only be networking, but software installation and operation.

· Telephone services from the local Phone Company is also a big part of this plan.

· My plan also includes remote access as well as speech to text technologies to update databases from calls received via voice mail during non-business hours.

· Help Desk hours will be from 8:00 a.m. to 10:00 p.m., and follow the University’s days of operation.

Help Desk Computer Equipment

Description CPU Hard Drive RAM

Dell Dimension 4100 733 10 GB 128

Pentium III 733 MHz

Operating System Drive 1 Drive 2 Drive 3

Windows NT CD ROM 3.5 Floppy 100 MB Zip Drive

4.0 server

To be used for help desk server as its primary use.

HP 932C Color Deskjet Printer, 19” Monitor included: $2550

The Help Desk will purchase three of these Systems x 3

Total cost $7650

These systems come with: 16 MB ATI rage 128 PRO video card

48x Max variable CD ROM drive

Soundblaster 64v PCI Sound Card

Microsoft Office Professional 2000

Norton Antivirus 2000

Microsoft Internet Keyboard

MS IntelliMouse

Network Card 3Com 3c905c TXM 10/100 Remote Wake Up NIC

This is a very good buy with the 19” Monitors and HP Color Printers Included.

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TELEPHONE EQUIPMENT

The Help Desk will have three digital display phone “hunt group”.

Hunt Group: All phones are tied into the same incoming number and extension. If an incoming call is placed while one phone is being used and there is another phone in the hunt group that is not “busied out” then it will ring that phone. If all phones are busy, the incoming call goes into the Help Desk’s voice mail.

The Help Desk phones will operate in the same matter that all other administrative phones do: If someone is on the phone with an end user attempting to resolve an issue and no other Help Desk Staff is present to answer the other phones then the call will go into voice mail.

Phones:

· Venture Three-Line Telephone with Analog and Integrated Caller ID Price: Platform PC $329.28.

· Two Integrated Telephone System with Call Waiting, Caller Id 1- Line Platform PC $57.48.

· 3-Line Digital Answering Machine Platform PC $58.38.

· Three Plantronics Supra-Headsets Lightweight $196.11

Office Furniture

· Four 10500 Series 72 x 36 Single Pedestal Desks Medium Oak with 11” conference overhang on front, one box drawer, and one file drawer. Pedestal on left. Price: $1108.80.

· Four 2090 Series High Back Swivet/tilt Chairs; Black. Price: $784.36.

Online Help desk Application

A great online help desk application that is inexpensive, and robust and easy to setup is FootPrints, which comes from a company called Unipress. It allows ticket tracking, dynamic FAQ creation. The software comes with some great administrative functi

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